Analisis Kesenjangan Pelayanan Pada Pasien Poliklinik Rawat Jalan Menggunakan Customer Window

• Prif Awduron: Linta Meyla Putri (Awdur), Stefanus Supriyanto (Awdur)
• Fformat: Llyfr
• Cyhoeddwyd: Universitas Airlangga, 2016-12-01T00:00:00Z.
• Pynciau: article
• Mynediad Ar-lein: Connect to this object online.

Patient complaints toward service at Undaan Eyes Hospital in 2015 amounted to 9 complaints, and has not yet reached target set by the hospital which was equal to 0 complaints. Therefore, the purpose of this research is to analyze gaps in expected service and perceived service of responsiveness, reli...